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“It was the best of times, it was the worst of times…” As part of our beatonbenchmarks reports, we report to firms how they are performing in key service attributes. These cover the full breadth of client experience and can be used to predict other performance metrics. Most often we do this by reporting on the average score of their client base in each attribute. Knowing where they are ahead of or behind their competitors provides firms with diagnostic information for improving their overall client service and competitiveness. For many firms, however, knowing the average score does not tell the whole story. In this example of a large consulting engineering firm, if we take the distribution o